Key skills
Product ManagementAI/ML SystemsData-Driven Decision MakingPrototyping with AI ToolsProduct Analytics ToolsCross-Functional CollaborationHands-On OperatorPassion for AICommunicationGoAIMLAnalyticsLookerSaaSCollaborationCustomer Success
About this role
Cresta is on a mission to enhance customer conversations through AI and human intelligence in the contact center space. As a Product Manager for the Agent Assist product suite, you will focus on building capabilities that improve customer experience by enabling collaboration between human and AI agents, while managing product strategy and stakeholder engagement.
Responsibilities:
- Work with customers and their proxies (our Customer Success and go-to-market teams) to identify needs and translate them into requirements for your product areas
- Define and maintain the roadmap and backlogs for your ownership areas, balancing immediate customer needs with longer-term product goals
- Partner with the engineering team and engage in technical discussions on architectural decisions, model evaluations, system design, and the feasibility of ML/AI capabilities to ensure solutions are scalable, reliable, and secure
- Collaborate with the Professional Services team to implement playbooks and best practices for customer deployments in your product ownership areas in order to scale
Requirements:
- 3-5+ years of experience in product management, with a proven track record of driving product decisions, delivery and customer impact
- Strong AI/ML systems and process thinking, with the ability to turn ambiguous problems into clear and structured requirements and drive alignment across multiple teams
- Understand how to evaluate AI/ML solutions and defining the bar for what 'good' looks like
- Experience partnering cross functionally with stakeholders to deliver product launches
- Analytical and data-driven mindset: skilled at working with product metrics, user feedback, and operational data to inform decisions
- Ability to create early prototypes using various AI tools (eg: v0, Proto) for fast iterations
- Excellent written and verbal communication skills; you can turn complex problems into clear narratives
- Hands-on operator who thrives in fast-paced, evolving environments and is comfortable with taking on new technical challenges in an unfamiliar domain
- Passion for AI, automation, and improving how teams build and deliver products
- Experience building/managing browser based extensions and/or API-based custom apps
- Experience with product and operational analytics tools like Looker, Hex etc
- Familiarity with AI-driven or data-heavy SaaS platforms